Verint Optimizes Real-Time Speech Analytics

Verint has introduced its new purpose-built Real-Time Speech Analytics solution. The solution, which uses Verint’s new purpose-built speech engine, combines phonetic recognition and full transcription of calls with advanced language understanding.

According to the vendor, the software analyzes customer calls as they take place so that organizations can take a proactive approach to identifying opportunities to guide interactions.

The benefit for organizations is that they can positively influence customer interactions in real time to increase first-contact resolution, enhance the customer experience, and manage policy and regulatory compliance.

Verint says that the Real-Time Speech Analytics rules engine can identify the presence or absence of words and phrases, as well as the sentiment expressed. With rules functionality that supports a variety of word sequences — and proximity conditions that can identify situations in which a phrase is said at a certain point in the call or not recited when it should have been — the software can provide the right, contextual help, and guidance to agents.